Mar 18, 2005
With IT in organizations becoming more than complex and service oriented, change is required in the way we comprehend enterprise architecture, strategic value we place on it and the resources we deploy in terms of dollars and people to build and maintain it.
Mar 4, 2005
There is a new trend towards providing self service portals, kiosks, and other mechanisms to reduce ongoing customer service costs. A customer may not want to wait in line but still needs personal attention. Are the current self service technologies and solutions capable enough to provide a satisfying experience?